Yes, the intended design is that once I have resolution(s)...kind of. Yes, the intended design is that once a group's "On Call" flag is set to "Yes", when an Incident is assigned to that group: 1) only on call pages go out. Emails/alerts and even pages about assignment, based on member's preference on their profile STOP. 2) on-call pages do not honor any setting on on-call member's profile. only the pager address is used 3)'Pager Email' is not used, only real pager address. 4)you can NOT get around this by doing anything on the SYS:CFG-NotificationPreferences form. The "System Default" and "User" records there are ignored, contrary to what I said before. 5)one caveat: while looking for on-call members to page about assignment, in case system fails to find at least one person to page (say the only on call person's pager address is missing), system will try to be helpful and WILL trigger the regular emai/alert/page notifications.
If you are testing this stuff, you will be thrown off by 5 above and also by the fact that notifications take upto something like 11 minutes to get to "NTE:Notifier Log" form and will take longer to get to inbox, pagers. And by various other settings that drive notifications. If you want regular emails/alerts/pages to go out based on member's preferences, in addition to on-call pages, disable these three filters: NTE:NTG:NoOnCall_260_Group NTE:NPC:GroupNotification_051 NTE:NTG:OnCall_105 Shift functionality is unfinished, so useless, as somebody mentioned before. Better to hide it on notification preference pop up. You wish this were the end of the story, don't you? Hang on, this is ACT I, Scene I. ACT II Scene I What happens if an incident is assigned to an on-call group and also to a member at the same time? No on-call page to the individual. Also no email/alert/page based on his/her notification preference. I am still processing this one in my mind. Doesn't seem logical. The guy needs to be yanked out of bed. Who's going to do that? ACT II Scene II Having a twisted mind, I also asked myself: what happens if incident is assigned to a group only now, and LATER assigned to a person? The answer is bad. It pages ALL currently on-call members of the group saying "incident has been assigned to YOU". Imagine a group of people in pajamas, eyes barely open, getting all mad. A bug report has been created: SW00278274 This is a really bad one and is going to be very common, so I need to fix this myself. ACT II Scene III On some of my tests, Owner group and/or Owners were paged. I haven't been able to reproduce this recently. The intended design, I am told, is that Assignees receive on-call pages, not owners. Fine by me, if that's how the code behaves. Finally, there's a bug so that group assignment pages (regular or on-call) do not go out properly to people with numeric pages. Fix is to modify this filter HPD:INC:NTAsgGrp_805_SetTag to have this included in its set field: z1D NT Pager Message Numeric = $Incident Number$ I haven't reported this one yet. <the curtain finally comes down, for now, as the audience decide to withold applause> ----- Original Message ---- From: Rabi Tripathi <[EMAIL PROTECTED]> To: [email protected] Sent: Wednesday, September 19, 2007 11:15:25 AM Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question I agree with your current understanding, with one exception. See my comments below starting with "::::" > I think the > notification filter processes must be checking first > for an on call > notification during the on call schedule (and like > you say, ignoring ALL > other factors), :::: Agree >then looking for a custom > notification and trying to use > that under it's specific parameters - AND IF the > Default Notify > Mechanism and Notification Availability of the > Profile are E-mail/Yes > (mine are), ::::agree, it checks group member's user defined setting on NTE:NotificationEvents form and if it finds one, then takes into account his/her notification preferences on CTM:People form >and last it looks for a system default > notification and > tries to use that, ::::My installation does NOT do this--never--if the group is flagged as on call. But you're right, it would be logical if it did. >and whichever one the filters > find first they > execute, and the process stops without looking > further. ::::This would be logical, but it does not do this in my installation. This is what happens. Scenario (A) Group flagged as on call: 1)On call page settings for the group on "CTM:Support Group On-Call" are processed. Pages go out if appropriate, regardless of member's preferences on "CTM:People". Only thing used from CTM:People is the paging address. 2)No matter 1 results in pages or not, checks group memebr's "user" notification settings on NTE:NotificationEvents. Any resulting notifications DO take into account member's CTM:People preference on Notifications tab. 3)No matter what happens in (2), does NOT look for System Default records on NTE:NotificationEvents form. So, if any On-Call group's member hasn't defined a personal setting in "NTE:NotificationEvents" form, no emails to her EVER for incident assignment to that group. Scenario (B) If group is NOT flagged as on call 1) will of course not apply 2) Applies the same way as above, processes "user" settings on NTE:NotificationEvents 3) Applies, meaning does look at "system default" settings for that group, contrary to what happens in A above. (B) is logical. (A) breaks down, in my mind, when it gets to (3). What's this kinetic training about? Regards. ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
